The banking sector has been significantly impacted by AI at varying levels, including embedding AI at the core of banking services and transforming information processes by cloud-based migrations. AI is currently used in risk management, fraud detection, personalized customer service, etc. AI provides real-time banking services by blending machine learning, natural language processing, and big data analysis.
If we speak of banks implementing chatbots, some of the top names that come to mind are Bank of America, American Express, and Royal Bank of Canada. However, do we have any idea who built these chatbots? Which platforms can you seek guidance from if you plan to build a chatbot? This article solves it all. Now that you have already stepped foot on our page let me give you a brief insight into what is in store for you. In this blog on top banking chatbots, we will discuss which platforms should be your go-to platforms when you plan to build your own chatbot.
Here we have enlisted the top 10 banking chatbot platforms that will give you a hands-down best experience in building your chatbot. Apart from that, we have also touched on some of the other crucial topics, such as the top banks that have implemented chatbots, the benefits and challenges of using chatbots, and many other similar topics. The whole blog has been articulated keeping in mind the recent developments in the banking chatbot industry. We have researched and referred to banking journals and research papers for all the data and numbers that have been quoted. So, let's get started.
Top 10 best banking chatbots
1. Copilot.Live: Conversational chatbot with multilingual support
2. Indocord: Provides multilingual financial services
3. Kasisto: Provides financial advice for large organizations
4. IBM Watsonx Assistant: Security focussed
5. Haptik: Customer engagement
6. Tidio: Viable customer support
7. Kore.ai Bank Assistant: Conversational banking
8. TARS: Landing page for banking and finance sectors
9. Collect.chat: Lead generation
10. Ultimate.ai: Automated customer support
What are banking chatbots?
Banking chatbots interact with customers through multiple channels, say websites or mobile platforms. Banking chatbots are designed to perform several functions and employ machine learning to comprehend and support customers with what they need. Previously, chatbots carried out basic activities such as answering regular queries, whereas today chatbots are more and more becoming complex.
They can serve as personal assistants because of AI. They are mostly real-time, round-the-clock conversational aides. Outside of regular business hours, chatbots can take the place of support employees and act as a resource for assistance in an emergency. Customers can employ chatbots for setting up periodic bill or subscription payments and initiating payments and transactions.
Users can also ask banking chatbots to remind them if a subscription is renewing. They can also provide real-time status reports and analyze the transaction history. They apply machine learning and natural language processing (NLP) to understand customer queries and perform a range of banking tasks autonomously. They can also act as virtual bank agents, providing answers related to accounts, performing transactions, and resolving customer problems in real time.
Did you know?
• As per a report by the Consumer Financial Protection Bureau, more than 98 million people (about 37% of the US population) interacted with a bank's chatbot in 2022. By 2026, this figure is expected to increase to 110.9 million users.
• As per an MIT Technology Review, with over 90% of organizations and businesses globally reporting quicker complaint resolution with chatbots, the financial sector is increasingly embracing AI to improve efficiency and customer satisfaction.
Best banking chatbots
With AI-powered technologies transforming the banking sector, chatbots have become a must to enhance customer care and grow financial prosperity. With these innovative chatbots educated to provide personalized experiences and answer complex financial questions, they will transform the market completely. Here are a few of the most cutting-edge chatbots in the financial sector:
1. Copilot.Live: Conversational chatbot with multilingual support
Copilot.Live is one of the best and most coveted banking chatbots that offers all your existing and potential clients a personalized and interactive experience. Copilot.Live, gives you the possibility to create your own AI agent that performs exactly like a human resource. Through Copilot.Live, one of the most salient features that you can thoroughly utilize is its ability to adapt to the intent of the conversation by changing the flow. Let me explain this in detail to you. Suppose you want to have a light conversation or your potent business owners are in the mood for a light yet fruitful conversation; you can train your chatbot to accustom itself to the intent of the dialogue flow.
This eventually leads to an enriching and happy engagement, which further leads to possible retention. This feature can be adjusted as per the requirement and the conversation. Right from building forms to automating workflows, Copilot.Live allows you to monitor all your financial expenses and helps you understand the basics of the banking facilities with ease. From sharing account information with your customers to recommending the correct loans as per their monetary bracket, Copilot.Live does it all.
Some of the basic features that Copilot.Live offers are as follows:
- Available in 50+ languages
- Customize appearance
- Offers automated data syncing
- Automate tasks within calls
- Escalate human support
- Enable human-like voice call
- Connect with both potential and existing customers to share any financial news related to their accounts.
2. Indocord: Provides multilingual financial services
Indocord, the digital AI chatbot, will offer you a multitude of tasks, starting with language inclusion with the help of text, voice, and video localization. It can be clearly said that for over a decade, Indocord has been a one-stop language solution that guarantees you accurate communication and accessibility in a variety of languages. This chatbot uses AI-driven multilingual solutions to empower your company and improve overall government-citizen relations.
The key features that Indocord offers are as follows:
- This chatbot will help enable bots to respond dynamically and individually based on secure financial data and contextual information.
- Multilingual natural language processing (NLP) facilitates communication in more than 22 languages, allowing for sentiment analysis and contextual comprehension across all demographics.
- Provides you with a consistent consumer experience by integrating across many platforms, such as websites, mobile apps, and financial systems.
- Uses natural language processing (NLP) to analyze different client sentiments, which eventually makes way for more responsive and sympathetic bots.
- Through text-based and voice-based consumer interactions, you will get offers that are more comprehensive and user-friendly.
3. Kasisto: Provides financial advice for large organizations
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Through the KAI portal, you will get insights on how your plans are working, and it will also point out chances to broaden your product offerings. In addition to helping to optimize processes and save maintenance expenses, KAI gives your staff immediate access to a wealth of comprehensive financial data that they can use to produce engaging customer experiences.
Some of the key features of the KAI chatbot are as follows:
- Uses safe financial data to provide you with customized financial experiences.
- It is easily accessible on mobile, online, and app platforms.
- It lowers operating costs and speeds up response times by automating processes like transactions and balance queries.
4. IBM Watsonx Assistant: Security focussed
IBM Watsonx Assistant is a tool that enables teams to provide frictionless self-service experiences and expand across your business with ease. To better comprehend the context of each natural language communication, use unconventional large language models, large speech models, natural language processing and understanding (NLP, NLU), and intelligent context gathering.
Some of the key features that IBM Watsonx Assistant offers are as follows:
- High accuracy: is achieved by combining machine learning, transfer learning, and deep learning in advanced natural language processing.
- One-click integrations: Connecting to current banking systems is simple.
- Guided tutorials & templates: Provides a large template library to get you going right away.
- Fraud detection: By examining consumer interactions in real time, fraud can be prevented.
5. Haptik: Customer engagement
Haptik offers AI-powered chatbots that are primarily suited for the financial sector. Haptik will provide you with human-like conversations that will eventually help their clients in making intricate financial decisions. Apart from this, the platform aims to increase client loyalty and retention and enhance user experiences across banking and fintech services.
The following are Haptik's primary features:
- Enhances decision-making by offering customized responses.
- End-to-end support encryption will help protect any kind of inviolable service, such as account management, service requests to KYC, and onboarding processes.
- It helps banks make instant product suggestions, increasing the chances of cross-selling and upselling.
6. Tidio: Viable customer support
Tidio is an e-commerce-based AI-powered platform that allows automation in real-time to support functions. For those of you who operate in financial organizations, Tidio’s strong automation and customization features will make it a good fit, as it eventually results in enhanced customer interactions and operational efficiency.
Some of the main features offered by the Tidio chatbot are as follows:
- Automation flows: Pre-built automation templates handle customer inquiries and support tasks without human intervention.
- Real-time support: Engages customers instantly across various channels for faster resolutions.
- Sales optimization: AI-powered tools assist customers in making decisions about products or services, increasing conversions.
- Customizable interface: An intuitive drag-and-drop interface with multilingual support for a wide range of audiences.
7. Kore.ai: Bank Assistant: Conversational banking
Kore.ai Bank Assist is an AI-powered virtual assistant that offers you personalized, conversational, and data-driven banking experiences across a variety of text and speech channels. This banking chatbot consists of more than 100 retail banking use cases in order to regulate and manage the majority of customer queries related to their accounts and transactions.
Some of the primary features that Kore.ai Bank Assist offers are as follows:
- Offers accurate, lucid answers: with the help of LLMs and boosts customer interactions.
- Automates banking operations: such as loan applications, account services, and transaction inquiry.
- Features a consistent experience: on the web, mobile applications, and messaging services.
- Meets banking regulations: and provides strong data protection.
8. TARS: landing page for banking and finance sectors
TARS is a comprehensive chatbot platform designed specifically for the banking industry. With more than 320 bank and financial institution-specific templates available, the TARS chatbot will help you automate conversations and simplify the onboarding process. This will eventually lead to simplifying processes, increasing customer satisfaction, and letting your employees develop intelligent automated processes.
Some of the standout features that are offered by the TARS chatbot are:
- The time span has been reduced for various processes, such as loan processing, customer support, and KYC.
- Geolocation data has enhanced the process of giving tailored responses.
- No-Code Setup: Bots can be installed by non-technical teams with an easy-to-use drag-and-drop interface.
9. Collect.chat: Lead generation
The collect.chat AI chatbot is an excellent resource for retaining existing customers and generating new leads 24/7. The collect.chat is the one-stop destination for banks and other financial organizations to optimize their customer acquisition by engaging with audiences in real-time and automating data collection.
Some of the key features of Collect.chat AI chatbots are as follows:
- Works nonstop to engage clients and generate prospects, making sure no chances are lost.
- A simple drag-and-drop tool makes it possible to quickly install chatbots without knowing any code.
- Easily integrates with customer data management tools such as Slack and Salesforce.
- Improves customer satisfaction and conversions by providing regular, interesting dialogues.
10. Ultimate.ai: Automated customer support
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The ultimate.ai, an AI-powered customer service automation platform, aims to provide end-to-end automation with extensive backend integration and other associated facilities. The ultimate.ai chatbot extracts real-time data from across a multitude of sources and offers individualized banking solutions. This, in return, increases productivity, overall client retention, and overall satisfaction.
The key features of the Ultimate.ai chatbot are as follows:
- The capacity to deliver customers real-time, tailored solutions: to questions regarding their account balances or transaction statements.
- Improve the accuracy of service: by designing answers to unique customer interactions.
- Answers enabled support: requests on online, mobile, and social media channels to provide a unified customer experience.
Banks that have implemented chatbots
To provide round-the-clock support to their clients, various banks and financial institutions have used AI customer assistants. In the absence of humans, such notes can even offer responses for inquiries related to transactions, accounts, and plenty of other routinely asked questions. With the knowledge gathered from experience, the work of chatbots can be refined over time.
Bank employees can now concentrate on more complex customer requirements that are beyond chatbot capabilities because customer service has improved. For example, chatbots can guide a user through a process such as disputing a transaction. However, at a user's request, virtual assistants can handle money transfers or payment of bills.
The list of the top Five banks that have implemented chatbots and their features is discussed below in detail for your reference.
1. Bank of America
Erica works for Bank of America as a virtual financial assistant. The assistant provides individualized financial insights and a live chat feature with a specialist. Erica can assist with getting account information, checking account balances, and replacing lost or stolen cards. It is accessible 24/7 and can recommend an expert or offer advice on saving and investing techniques.
2. TD Bank
The TD app has a chatbot called Clari that may provide prompt answers to a variety of common inquiries regarding bank accounts. The bot is accessible to all users around the clock. In addition to providing answers, it may help with actions like bill payment, money transfers, and locating the closest bank. By classifying transactions, Clari may also examine spending patterns.
3. Capital One
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Eno works as a customer service representative for Capital One. By keeping an eye on transactions and giving alerts, the assistant contributes to the protection of credit cards and accounts. The chatbot is accessible around the clock and may be used to monitor account balances and provide account-related information. Eno can send emails, texts, notifications, and more and is accessible via a mobile app.
4. Commonwealth Bank of Australia (CBA)
Ceba is an AI-powered chatbot that can assist its customers with hundreds of tasks. It can help with money transactions, checking account balances, card activation, and more. All consumers can access Ceba around the clock, and it provides prompt solutions for common banking problems and chores. The bot can help lock a card, detect a transaction, or instruct the user on how to create a new account.
5. Royal Bank of Canada
RBC Online Banking and the RBC Mobile app both provide NOMI, an intelligent assistant. A few services are provided by the bot, including NOMI Budgets, NOMI Find & Save, and NOMI Insights. Additionally, it can determine suggested budgets based on the consumer's spending patterns. In addition, NOMI provides updates, reminders, and transaction notifications regarding financial activities.
Benefits of using banking chatbots
The list of key benefits of using banking chatbots has been discussed below for your reference.
1. 24/7 availability
The primary distinction between a human agent and a conversational chatbot for banking is the latter's ability to handle a specific volume of requests in a single day. In contrast, a chatbot for banking has no restrictions or timetables, which enables it to resolve issues and respond to queries from users and prospective customers outside of regular business hours, which would otherwise be highly costly for the company.
2. Faster query resolution
According to Thrive MyWay's data, a conversation chatbot's average response rate is 40%. Furthermore, the research states that banking chatbots save four minutes on average for each request, resulting in cost savings of $0.50 to $0.70 USD.
3. Cost efficiency
With the basic conversational tasks being performed by these banking chatbots, conversational AI has helped banks cut operational costs related to customer service and retention by automating routine tasks. Banking chatbots are also able to manage several tasks simultaneously, thereby helping employees to concentrate on more difficult and dominant tasks.
4. Personalized banking services
People don't have to spend their time on monotonous jobs because chatbots can handle basic client queries and assist in solving typical issues. Because agents are able to concentrate on more crucial duties, staff turnover is reduced. Additionally, chatbots can collect consumer pain point data, which staff members can use to enhance the services.
5. Fraud detection and security alerts
AI for fraud detection uses a variety of machine learning models to identify patterns in accounts and behaviors that match fraudulent traits, as well as irregularities in consumer connections and behaviors. Banking security is still a major worry, and AI chatbots are very helpful in identifying and stopping fraudulent activity in three primary ways:
- Analysis of behavior
- Freezing an account
- Safe authentication
Future trends in banking chatbots
With the gradual development and evolution of chatbots, they will inevitably be able to do more than just respond to customer queries. Chatbots will eventually develop into fully functional virtual agents. The following are the current banking chatbot trends influencing how chatbots are developing banking industry for your understanding:
1. Voice enables chatbots
With all the recent developments in speech recognition and intelligent virtual assistants (IVAs), virtual agents may now react to voice commands in natural language. This makes direct contact with staff and customer support more user-friendly.
As speech bots and conversational chatbots gain popularity, they will manage increasingly more consumer transactions, such as updating customers on their account balances or performing PIN resets. Additionally, they will be a standard tool for internal uses like automatically entering data into the bank's CRM system and transcribing discussions for later use.
2. Automation of tasks
The ability of banking chatbots to manage consumer self-service financial transactions and tasks will only increase. Advanced chatbots can read documents instantly when they are uploaded using methods like optical character recognition (OCR) and extract data using entity extraction to look for errors, discrepancies, or missing information. Giving chatbots more authority over documentation, such as internal reports and customer applications, allows them to upload the data into the bank's CRM systems, verify that the data on the documents is accurate, and even provide direct feedback to make sure all the data is correct.
3. Easy to use
To maintain and update, modern chatbots don't require a great deal of programming knowledge. Any properly qualified employee of a financial institution will be able to expand upon the initial programming architecture using no-code platforms. AI trainers can modify integrations on their own with the use of robust, intuitive API self-service tools, eliminating the need to wait for a developer or communicate with suppliers for small adjustments. Future chatbots are ready-to-use, creative solutions that can be swiftly modified to accommodate evolving corporate procedures.
4. Conversational banking
Large language models (LLMs), such as those behind Google's Bard and OpenAI's ChatGPT, are already being used to help chatbots create more "human-like" conversational exchanges. Many of the difficulties in applying LLM models can be avoided by using a resource with a more narrowly focused scope, such as the website of a bank.
This creates a banking chatbot that can converse about the particular products and processes offered by that bank. By utilizing the fine-tuning capabilities of specialized intent models, more potent and precise natural language understanding (NLU) engines may be developed, enabling chatbots to comprehend even the most complicated consumer inquiries and effortlessly respond with the appropriate responses.
Challenges of implementing banking chatbots
Despite all the good things that banking chatbots offer, there are a few challenges to implementing banking chatbots that are discussed below.
1. Data privacy and security
Banking chatbots primarily deal with the bank account information of their clients. You may have to go the extra mile to protect user identities when using a chatbot for your banking services. This is because they may be revealing sensitive or confidential account details. You will have to determine how to authenticate that your user is indeed who they say they are. This way, you can prevent providing the wrong individuals with access to critical information.
2. Technical Constraints
Using chatbots for banking can also provide certain technical challenges. To begin with, chatbots require internet connectivity from your customers. You might not have an online support platform if you have customers without internet access or are lost when it comes to how to use it. An interaction with a chatbot demands more technical expertise than placing a simple phone call or approaching a customer care representative personally.
3. Require frequent updates
Artificially intelligent chatbots are limited to answering questions that your customers are already familiar with. You are responsible for entering fresh data for chatbots to utilize. Your chatbot can be giving your clients inaccurate messages if you don't maintain this data current.
4. Require preset questions
Customers using chatbots must ask certain queries in order to receive precise responses. Only previously programmed inquiries can be answered by chatbots. However, by integrating a successful live agent solution into your CX strategy and including unanswered questions in your chatbot's knowledge base, you can overcome this drawback.
Did you know?!
As per a report by the Consumer Financial Protection Bureau, Inbenta Technologies in 2018 for a number of services, one of which was a "conversational AI" for its payments website. 9.4 million data subjects, including 60,000 unique payment card details, were impacted by the cyberattack that occurred when hackers targeted Inbenta servers and implanted malicious malware that logged data entered into the chatbot to process platform users' payments.
Current developments completely justify the fact and the unquestionable truth that automation is the future. The trend has already taken hold in industries such as retail, e-commerce, health, and real estate, and banking is no exception. Shoppers are becoming more reliant on AI assistants to complete a majority of their daily activities.
Such products are capable of processing most of the requests, taking payments, and resolving bank-related issues with minimal programming and training. Also, advanced voice-enabled chatbots are fast overtaking Siri and Amazon Alexa. Customers love voice input and look forward to being able to access it at any time while they shop or perform online searches.
